Career Evolutions is looking for a Desk Support Analyst for a fast-growing company headquartered in Scottsdale, AZ. Contract-to-hire opportunity with a competitive compensation up to $23 per hour.
Provides support for basic incident resolution and requests reported to the Service Desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. Responsible for collecting information through a customer conversation, accessing support tools, and additional support staff. Problems beyond the scope of their ability or responsibility are resolved by engaging other resources in a timely fashion.
Interact with partners’ and vendors’technical support teams
Provide prompt & professional technical & application support to the user community
Address and resolve basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
Use the appropriate CTI (Category, Type, and Item) categories for logging incidents and requests.
Create a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
Ensure the end-to-end customer experience and provides a single point-of-contact for the customer
Analyze and resolve incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete. Document resolutions and updates self-help and staff knowledge bases
Grow general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact
Maintain and protect confidentiality with regard to all aspects of customer care and employee information
Work with other members of the IT department on projects and initiatives as needed
Participate in monthly on-call rotation for after-hours emergency issues
Research and identify bugs within the software and report to the MSI software developer
Additional duties as requested
Skills & Qualifications:
Demonstrates excellent customer service through both written and verbal skills
Proven ability to manage multiple projects with competing deadlines
Demonstrates strong analytical and problem-solving skills
Ability to work a flexible shift and be available for weekends and overtime if needed
Proficient in Microsoft Windows OS & Office
Demonstrates a positive, self-starter attitude
Knowledge of PCI-DSS is preferred but not required
Demonstrates ability and desire to learn the company’s Service Desk terminology
Demonstrates ability to learn customer support processes and techniques
Bachelor’s degree or equivalent experience; a degree in Information Technology is preferred
4+ years’ experience in IT service desk environment and 3+ years’ experience in a help desk or call center environment
CompTIA certifications- A+ and Network+ (career ID and verification code required) both certifications are required
Founded in 2008, Career Evolutions is a leading Executive Search based in Scottsdale, Arizona. Career Evolutions provides products and services to identify top talent, develop employees, and maximize human capital to enhance the bottom line. For more info, please visit www.careerevolutions.net, check out our Current Opportunities, and contact us via phone 480.626.5253.